Abstract
Developing new service business models that provide human-centered service offerings rely on deep insights on the needs and requirements of customers. Companies that have been on the market for some time, often collected large amounts of data on their customers that can be applied to achieve deep customer understanding and develop artificial intelligence. Applying a single case study that comprises the development of a personal health advisory service for stroke prevention in Germany, this research analyzed the mechanism of AI in the development of human-centered service offerings. With this, we briefly analyze and discuss the role of data, artificial intelligence and its explainability to gain customer understanding and proximity and to achieve human-centered service.
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Zolnowski, A., Frey, D. (2020). Analyzing the Role of Artificial Intelligence in the Development of Human-Centered Service. In: Spohrer, J., Leitner, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1208. Springer, Cham. https://doi.org/10.1007/978-3-030-51057-2_18
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DOI: https://doi.org/10.1007/978-3-030-51057-2_18
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